Customer Service

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Index

If you need to return to the presentation you may click on any of the section headings– Phone Etiquette– Appearance– Guest Interaction– Front Desk– Review– Final Assessment

Customer ServicePhone Etiquette

Answering the phone– Phone should be answered by the third ring– Always have a pen and paper ready to take

notes.– When answering all staff will state “ Good

morning, you have reached the front desk at the Beverly Hills Hilton, my name is Suzy Smiles. How may help you today.”

A smile can actually be perceived on the other end of a phone line.

Customer ServicePhone Etiquette -Practice

Click on symbol and repeat the answering phone conversation example given but insert your name and your hotel name while.

Example, “ Good morning, you have reached the front desk at the __, my name is __. How may help you today?”

Customer ServicePhone Etiquette -Practice

Click on symbol and repeat the answering phone conversation example.

Customer ServicePhone Etiquette

Answering the phone Continued– Note the customers name and room number to be

sure you properly address them when speaking to them.

– If you can not help the customer immediate forward their issue to the supervisor.

All customers are a priority

Customer ServicePhone Etiquette

Ending Phone Conversation – Ask the customer if they need anything else.– Repeat your name.– Remind them of the Hotel Name– Example, ”Ms. Vivian is there anything else I can help you

with today.” Wait for response. “If you need any other assistance here at the Beverly Hills Hilton please ask for me Suzy Smiles. It has been my pleasure to serve you. Have a nice day. Good Bye

Customer ServicePhone Etiquette - Practice

Click on symbol and repeat the ending phone conversation example given but insert your name and your hotel name while.– Example, ”Ms. Vivian is there anything else I can

help you with today.” Wait for response. “If you need any other assistance here at the __ please ask for me____. It has been my pleasure to serve you. Have a nice day. Good Bye”

Customer ServicePhone Etiquette - Practice

Click on symbol and repeat the ending phone conversation example.

Appearance

Always look tidy including – shirt clean and tucked in, – name tag visible on the left side– appropriate black or brown shoes.

Perception

If you are in the building regardless of break or shift end be courteous and help customers. – Remember if you are in view of a customer they

assume you are on shift and working.

Guest Interaction

Never (CSI)– Take personal Calls on cell phone or hotel phone

– Smoke on premises: including the front door

– Use Inappropriate language on premises

Guest Interaction

REMEMBER ASAP– Always – Smile – And be– Polite

Front Desk

Front Desk is the representation of the hotel– Customers notice the front desk personnel first

• First impressions are important• Use the customers name and remember the ASAP rule

• Students will be required to role play• Students will be expected to participate in group

collaboration

Review

What does CSI stand for What does ASAP stand for How should employees answer the phone? How should employees end a phone

conversation?

Final Assessment

Return to website for assesment